How Practice Managed looks after your information

What we hold

• Your team's names, roles, sites, contact details and sign-in history.
• Documents your practice uploads, such as registrations, certificates and policies.
• Records your practice keeps here, such as task boards, registers, training and messages.
• Questions asked in Ask PM, and the answers.

Patient details do not belong in Practice Managed. Some boxes warn you if they spot something like a Medicare number.

Who can see it

Only people in your practice, and only what their role allows. Practice Managed staff look at your information only when you ask us for help. When we read and answer your Chat with us questions, we do it in our support area, which records every look and every reply and keeps that record for 2 years.

Where it is kept and who helps us

Your information is stored in Australia.

Ask PM and Policy matching use Claude, an AI model made by Anthropic. It runs on Amazon Web Services (Amazon Bedrock) in Australia, so your text stays in Australia. Before anything is sent, we take out Medicare numbers, dates of birth, phone numbers, Individual Healthcare Identifiers (IHI) and DVA file numbers. Anthropic does not receive your text, and it is not used to train the model.

A few services we use are overseas: our emails are sent from Japan, card payments are handled by Stripe overseas, and address search uses Google, which may be outside Australia.

Our emails say who did what and link back into Practice Managed. They can include a title someone typed, such as a message's title, but not what was written inside it. When you book a call, the copy of your booking sent to our own mailbox includes your phone number and the note you typed.

How long we keep it

These are the times we work to. We are still building the automatic clearing, so until it is switched on nothing is removed automatically.

• A person's details: 7 years after they leave the practice. Their policy acknowledgements and training records are then kept with their name only, as accreditation evidence.
• Register entries: 7 years after they are closed.
• Chat with us messages: 2 years.
• Sign-in history: 7 years.
• Ask PM: the question, with patient details taken out, for 90 days; the rest of the record for 2 years.
• Backups: our encrypted off-site copies in Sydney are kept for up to 400 days, so a removed practice's information can stay in a backup for up to 400 days.
• If your practice stops paying: we email you before and after, switch it off 21 days after your trial or plan ends, and keep everything for 90 days more before we remove it.
• If you switch your practice off yourself: we keep everything for 90 days before we remove it.

Your choices

You can change your name, job title, phone, signature and time zone yourself in Settings, My Profile. For a full copy of the information we hold about you, or to correct anything else, email hello@practicemanaged.com.au. If you are unhappy with how we handle it, contact us first. You can also contact the Office of the Australian Information Commissioner at oaic.gov.au.